Email field disappears from mobile SDK intermittently

Hi all! 👋 I am the primary Zendesk administrator at a company that is currently using the Zendesk Unity mobile SDK. I've noticed that the email field disappears intermittently on the end user's form. I realize that this can happen if the end user has submitted a ticket before (and Zendesk just stores that information), but I've also noticed it happening when an end user has never contacted us before.

This leads to some of our tickets appearing as “Mobile App User" with no email address attached to the requester, meaning that we have no way of getting back in contact with the end user who submitted the request. We are also not currently using the in-app conversations feature, as we prefer to gather more data from the user by filling out the form instead.

I've been doing some initial testing, and I noticed that the email field sometimes disappears if I make any changes to the SDK from Zendesk's end. For example, I wanted to customize the confirmation message for the end user, and after I did that, the email field disappeared. When I reverted my changes, the email field reappeared again (after uninstalling/reinstalling the app).

I was mainly wondering if this is a known issue or not, or if our development team needs to take a look at our in-app SDK implementation again. (Note that I'm not a developer myself, so I don't usually dig into the coding end of things.)

Thanks for the help!